Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

How to Personalize Customer Service as a Small Business - PATLive - Blog

How to Personalize Customer Service as a Small Business

While large corporations are everywhere, Americans tend to prefer working with smaller businesses whenever possible.

Small businesses are seen as more accessible. They aren’t bound by rigid policies that don’t make sense like corporations, and they’re often perceived as being heavily involved in the local communities. Customers often trust them more and feel more invested in the business itself. One study even found that 90% of Americans hold favorable views of small businesses, and only 61% said the same about corporations. 

Running your own small business means that you get to do things your way, and that includes your brand’s customer service. 

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Offering customer service that’s personalized to each individual customer and tailored to your specific business is a great way to set yourself apart from the competition and exceed your clients’ expectations. In this post, we’re going to take a close look at exactly how you can do this to improve retention rates and bolster your brand reputation.

Set General Guidelines Your Team Can Use to Make Decisions 

Small businesses have an immediate advantage when it comes to customer service in that they typically aren’t bound to the same strict rules that large corporations have to keep things regulated.

It is possible to take things case-by-case, coming up with more personalized solutions for each individual problem as your team sees fit.

In order to take advantage of this perk, a lot of businesses find that it’s useful to set up basic guidelines for their customer service team to use as a suggested framework but to give them the tools and autonomy needed to make decisions on their own.

You may have a general policy, for example, that all missing deliveries are reshipped instead of being issued a refund, but allow your customer service team members to decide when to offer a refund as a solution to specific customers. 

Use Customer Relationship Management (CRM) Software

When your customers call with a question, concern, or complaint, it can be helpful to understand who they are and what their relationship with your brand is. 

A VIP client who has been a big purchaser for years, for example, would likely appreciate some recognition of their value to your brand and may also have higher expectations for service. Being able to identify these clients quickly is important. 

A frustrated customer who has reached out about the same issue they’re calling about now on two separate occasions would likely become even more annoyed if you offered the same solution you had before. A quick review of the customer in your CRM system could show you past customer complaints and steps taken previously to resolve the solution.

There are tons of great solutions out there. Hubspot is a popular one, and Salesforce is great, but there are plenty of tools that come with a variety of different features and price points. Take some time to find one that works for your business. 

Go Where Your Customers Are

This is a facet of customer service that is sometimes overlooked.

Personalized customer support isn’t just about finding great solutions, but it’s also about being where your customers want to reach you.

Phone support is still a major priority; many customers still prefer to talk to a representative over the phone, especially about urgent or sensitive matters. Hubspot research shows 48% of customers want to use the phone for customer service - over live chat and “contact us” forms.

Phone support shouldn’t be the only form of communication you offer, however. Set up live chat on your site, or at least have a fast-response email option. You should also be checking your social media profiles daily for incoming messages and public comments to ensure that you aren’t missing any communications from your customers. 

Take Advantage of Third-Party Support 

Offering personalized support does take more time than simply going by the books without customizing solutions to your individual customers.

If you’re struggling to manage this bandwidth with your internal team, the good news is that there are tools that can help with this. 

Reliable, high-quality answering services are often a great solution when you’re struggling to keep up with the influx of calls and you don’t want to rush interactions with your customers. Having extra external team members ready to answer the phone means that you won’t have to sacrifice on call quality or quantity, which is essential.

Hiring an answering service like PATLive, for example, can offer customer service to your customers exactly as you would. (Plus a lot of other great benefits too) We take the time to learn about how your business functions and how you handle customer calls. 

We can tackle a brunt of the incoming calls for you, doing everything from collecting lead information to processing payments. And if there’s ever a customer service concern we can’t address, we’ll patch them through to the right team member right away. 

Personalized customer service is becoming an expectation; it’s no longer necessarily extraordinary in its own right. This means that you must be adapting, offering outstanding service that’s tailored to your customer base, giving them the “small business experience” in all the right ways.

If you ever feel overwhelmed with customer support needs, remember that there are plenty of tools you can turn to. CRM software, for example, makes customer relationship management much easier, and social media management tools allow you to monitor and respond to incoming messages quickly. Live answering services like PATLive can also take an enormous burden off your staff, allowing us to help you deliver outstanding service to your customers even when your hands are full. 


Publish Date: April 29, 2020

2022 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

View more from PATLive

Recent Blog Posts:
Can Your Small Business Afford A Call Answering Service?July 15, 2020
7 Things Every Virtual Office NeedsJune 23, 2020
10 Things Every Virtual Office NeedsJune 23, 2020
10 Answering Service Posts Every Small Business Should ReadJune 2, 2020
How to Personalize Customer Service as a Small BusinessApril 29, 2020
9 Stress Management Tips for Business Owners & Team LeadersApril 21, 2020
Who’s Answering Your Phones During COVID-19?April 8, 2020
Small Business Tips: Guide to Working from HomeApril 1, 2020
How Technology is Changing Customer ServiceMarch 18, 2020
6 Simple Ways to Create a Lifetime Customer BaseFebruary 19, 2020

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =